Volume 13
Social media customer experience emails worth opening.
Receive our monthly newsletter, From Lost to Loyal: How to Make It Right When CX Goes Wrong, fresh from the social sphere and full of social swag, delivered to your inbox.
Is Your Social CX Strategy Missing This Key Channel?
|
Hey there, CX Leaders! If you’re reading this on your phone, I’m going to bet you don’t make it to the end without a couple text messages popping up while you’re reading. (No judgement if you need to stop and check that one. I’ll wait.) And while a lot of your texts are probably friends and family, you may also have signed up for text alerts from different brands. (Hey, I need to know when the Sephora sale is. And Bloomingdales. And…okay, anyway.) We’re well into 2025, and the social customer care landscape is evolving fast. If your CX strategy hasn’t kept up, now is the perfect time to refine your approach. Social media isn’t just a marketing tool—it’s one of the most powerful ways to engage, support, and build lasting customer relationships. You know that I’m all about how social media customer care can drive real business results—and how you can stay ahead of the competition. And it looks like texting—officially SMS—might need to be added to the mix. |
Why Social Media Customer Care Matters |
|
More than ever, customers expect quick, human, and proactive support on social channels. Yet, 40% of consumers feel brands ignore them on social media, leading to lost trust and revenue. Businesses that prioritize social customer care see higher retention rates and increased brand loyalty. An effective social media CX strategy not only helps you meet customer expectations but also turns casual interactions into revenue opportunities. But you knew all this because you read Lost 2 Loyal, and this is not the first time I’ve said this. SMS could be a great way for brands to feel super responsive. |
How to Elevate Your Social Media Customer Care |
|
Use Social Listening to Stay Ahead Empower Your Team for Real-Time Engagement Establish a Strong Feedback Loop Use customer interactions on social platforms as a continuous learning tool. Gather insights to improve your products, services, and customer experience strategies. And if you’re texting, you literally have people’s numbers. Consider how you could leverage that into more community. |
Other Trends Shaping Social Customer Care in 2025 |
|
AI-Powered Support Proactive Problem-Solving Authentic Engagement Over Automation For more on how SMS might shaper your social CX strategy, I suggest you tune in to the latest podcast! |
This week: Is SMS Your New Superpower? 🚨 |
|
In this episode of The Social Media CX Podcast, I sit down with Lindsay Tramel-Jones, of Fierceified Creative & Consulting, to talk about how small businesses can leverage AI and automation effectively. We dive into real-world examples of brands using automation, including SMS, for customer care. |
|
|
|
🎧 Tune in to The Social Media CX Podcast for insider tips, strategies, and success stories—listen now! |
Social Media Marketing World, Here I Come! |
|
I’m thrilled to be speaking at Social Media Marketing World in San Diego from March 30–April 1! My session, Building the Ultimate Dopamine Machine: How to Unlock High Social Engagement, will dive deep into what drives engagement and how to harness it. If you’re attending, I’d love to connect! And if you’re still on the fence, this event is packed with top-tier marketing insights, hands-on strategies, and incredible networking. Don’t miss it—grab your ticket and join me in sunny San Diego! 🌟 |
|
|
Want to Master Social Customer Care? Start Here |
|
To help you implement proven social CX strategies, we’re offering our guide, Introduction to Social Customer Care, for just $1.99. Yes, seriously. Less than a cup of coffee (WAY less, where I am). This is a robust 40-page, actionable guide that covers:
📖 Download “Introduction to Social Customer Care” for $1.99 and start optimizing your CX strategy today! Let’s keep the conversation going—what’s your biggest social CX challenge right now? Reply and let’s chat. ~Brooke |
